Shugarman's Bath of California

Zachary, Thanks for your feedback. And thanks for talking to me on the phone today about it. I wanted to respond here as well. A lot of this is fair criticism that was not executed perfectly on your job and we are in the process of improving all of these operational processes to get better. I also want to thank you for giving good feedback on the install team. They are are top notch and appreciate knowing that despite the overall negative review, you weren’t condemning the quality of their work. There are a few things here I would like to address. As far as materials coming in, I spoke with the team about this and it seems there may be some confusion. We called you on November 3rd letting you know that we anticipated the materials would arrive in about 2 weeks and then it would take a couple days from that point to check everything in. The next call you received was on November 29th letting you know that everything was checked in and we were ready to schedule the install. Yes, that gap is larger than we anticipated, and you should have received a call a bit earlier letting you know why there was a delay. The reality was that your shower base came on a different shipment. All of your materials except the base arrived 11/14 but the base didn’t come until a few days later. It does take time to check in materials because it is usually many jobs at a time on a shipment, not 2 weeks, but we usually give ourselves a 2-3 days. There was also a holiday between the time they arrived and when we called, which we give our team an additional 2 days off. This is information not intended to make excuses but to give some background on why it seemed there was some lack of cohesion on this aspect. As far as your concerns about the communication from sale to install, this is fair. We had provided a drawing to the install team for this project but I reviewed it after reading this review and you are right, it could have been better to provide a more seamless transition. We will take this feedback wholeheartedly and get better. It is also good to know that you would have liked to receive a rendering. With jobs of this nature, that is not typical since we are replacing like for like, and not changing the layout. This could be something we consider in the future to improve the experience. As far as the splash guard goes, I understand the frustrations of not getting the info you wanted in a timely manner. I don’t really know why that was the case but it is not typical, we will address that internally. I do know that our team ended up scheduling the glass technician and actually installing the glass for you for no additional charge, which we hope makes up for some of the issues you had. We also took care of the window (which as you stated, was probably going to break no matter what). Unfortunately, your project was the week after Christmas so our glass tech told us glass manufacturers would be a week delayed (normally just 7-10 day lead time). But we still measured, coordinated, and installed a real window that opens and closes (not what was previously there, which was basically just a panel). We did this at no additional charge to you, which is something that you would typically have had to pay extra for. I do also want to apologize for the last minute reschedule. That should not have happened. We’ll address that as well and work to eliminate that kind of thing from happening to others. Anyways, hopefully this gives some background on why there were some issues. It seems like some of this may have been improved had these things been communicated a little better throughout the process. We pride ourselves on proactively communicating with our customers but of course there is always room to improve. Thanks for the criticism and if we have the opportunity to do work for you in the future, we’ll do better! - Joy